HELP CENTER
Frequently asked questions
Are these real flowers?
We offer two types of forever florals: preserved flowers (real blooms preserved at peak freshness to hold their shape and softness for years) and artisan silk florals, composed by hand. Neither needs water, and neither will wilt.
How long will my arrangement last?
With normal indoor display, preserved arrangements typically look beautiful for 1–3 years, and silk arrangements for many more. Keep them away from direct sunlight, humidity, and heat sources to maximize their lifespan.
Do I need to water them or give them sunlight?
Never water them, and keep them out of direct sun — both shorten their life. That's the point: the care routine is "enjoy them."
How do I clean or dust them?
A gentle cool-air blow from a hair dryer held 12 inches away, or a soft feather duster, once a month. Avoid water and cleaning sprays.
Are your arrangements safe for cats and dogs?
They're designed with pet-friendly materials and contain no fresh flowers — including no real lilies, which are toxic to cats. That said, they're decorative objects with wire stems and small parts, so please display them where curious chewers can't reach. Read our full pet safety notes.
How long does shipping take?
US orders arrive in 8–12 business days (1–2 business days processing + shipping). You'll receive a tracking number by email. See our shipping policy for details.
My order arrived damaged. What do I do?
We're sorry — that almost never happens, and when it does we make it right fast. Email support@thelilyhour.com within 7 days of delivery with photos of the item and packaging, and we'll send a replacement or refund in full, including shipping.
What is your return policy?
Unused items in original condition can be returned within 30 days. Custom and wedding orders are final sale unless damaged. See the full refund policy.
Will I have to pay customs duties or import fees?
No. All orders ship duties-paid (DDP). The checkout price is final.
Do you make custom, wedding, or wholesale arrangements?
Yes — weddings are where we started dreaming. For bridal bouquets, centerpieces, and wholesale inquiries, email hello@thelilyhour.com with your date, quantities, and inspiration photos.
I'm sending this as a gift. Can you help?
Absolutely. Add a gift note at checkout — we'll hand-write it on our letterpress card, and pricing is never included in gift shipments.
Still have a question?
Email support@thelilyhour.com — a real person (often Lily) replies within 2 business days.